Deloitte—Lead Senior Associate | Business Analyst | Hyderabad | Engineering as a Service/ Operate

Job description

Description: Your potential, unleashed. India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond. At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose, and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters. Your work profile Role Description: Sr. Product Analyst, Service - Support delivery of customer-facing and internal product initiatives across digital sales, CRM, and automotive service operations (Fixed Ops). - Partner with Product Managers to translate strategy into PRDs, user stories, and acceptance criteria while supporting backlog refinement, sprint planning, and dependency alignment in Agile environments. - Drive execution by clarifying scope, constraints, and success metrics to move teams efficiently from problem definition to delivery. - Map end-to-end customer journeys across digital sales, ownership lifecycle, and automotive service, including scheduling, repair lifecycle, roadside assistance, and multi-channel communications (calls, SMS, email, in-app). - Identify friction points using journey mapping, customer feedback, and operational insights, with a strong understanding of service operations. - Support Salesforce CRM initiatives (Sales, Service, Revenue Cloud/CPQ) and analyze workflows, data models, and configurations to improve efficiency, scalability, and customer experience. - Collaborate with engineering, admins, vendors, and stakeholders to ensure requirements are implementation-ready and coordinate integrations across CRM, ERP, digital platforms, inventory, contact center, and service systems. - Define and track KPIs for customer experience, service performance, and operational health. - Support UAT activities including planning, test case creation, and execution to validate real-world business needs. - Create dashboards, reports, and artifacts for actionable insights for product and operations teams. - Use AI-powered tools, visual diagrams, and lightweight prototypes to accelerate discovery, validate concepts, and align teams while maintaining speed and clarity. As a prospective candidate, you should possess: - 7–9 years of experience as a Product Analyst or Business Analyst supporting digital products, CRM platforms, or enterprise systems. - Hands-on experience with Salesforce CRM (Sales, Service, Revenue Cloud/CPQ or similar). - Proven ability to create structured, clear requirements and communicate complex ideas to both technical and business audiences. - Ability to manage multiple parallel workstreams in fast-paced environments. - Strong understanding of customer experience, digital sales, and automotive service (Fixed Ops) workflows, including journey mapping and friction identification. - Experience working with service operations such as service scheduling, repair orders, technician workflows, and dealer/OEM service environments. - Understanding of service, parts, warranty, and customer care system interactions and ability to translate operational realities into system requirements. - Experience collaborating with service advisors, operations teams, or field/service organizations. - Experience with customer-facing web or digital commerce products. - Familiarity with integrations across CRM, ERP, inventory, POS, and contact center systems. - Experience with tools such as Jira, Confluence, Figma, and Lucidchart, along with strong visual thinking (whiteboarding, journey mapping). - Experience using AI-powered tools for requirements, prototyping, and iteration. - Ability to balance customer experience, operational needs, and technical feasibility while working cross-functionally. Desired qualifications - Bachelor’s degree in computer science, Information Systems, or a related technology field. - Salesforce certifications (Administrator, CPQ, Revenue Cloud). - Experience working in automotive Fixed Ops/service environments. - Ability to collaborate across product, engineering, design, and operations teams. - Business Experience: 7-9 years of experience. Location and way of working. Base location: Hyderabad Your role as a Lead Senior Associate We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society. In addition to living our purpose, Senior Executive across our organization must strive to be: - Inspiring - Leading with integrity to build inclusion and motivation. - Committed to creating purpose - Creating a sense of vision and purpose. - Agile - Achieving high-quality results through collaboration and Team unity. - Skilled at building diverse capability - Developing diverse capabilities for the future. - Persuasive / Influencing - Persuading and influencing stakeholders. - Collaborating - Partnering to build new solutions. - Delivering value - Showing commercial acumen. - Committed to expanding business - Leveraging new business opportunities. - Analytical Acumen - Leveraging data to recommend impactful approaches and solutions through the power of analysis and visualization. - Effective communication – Must be able to have well-structured and well-articulated conversations to achieve win-win possibilities. - Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for the success of engagement(s). - Managing change - Responding to changing environment with resilience. - Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte. - Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone is valued for who they are, use empathy to understand others to adapt our behaviors and attitudes to become more inclusive.